如何成为良好的智慧客服人员英文版).ppt

如何成为良好的智慧客服人员英文版).ppt

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ProfessionalDevelopmentProgram

J.WalterThompson

ToolboxLearningSeries

JWTToolboxLearningSeries

ProfessionalDevelopmentSkills

HowtoBecomeanAccountPerson

JWTToolboxLearningSeries

ToTalkabout…

Whatourbusinessis

Whatthejobisallabout

Whattheroleofusis

Howtobemosteffectiveandcreative.

Lookatothers

AServiceBusiness

Whatareservices?

Servicesaredeeds,processes,andperformancestofulfillcustomers’needsandachievetheirsatisfactionbasedonperceivedexpectation.

Differencesingoodsversusservices

Intangibility

Heterogeneity

Simultaneousproductionandconsumption

Perishability

ServiceQuality

Clients’expectationsandperceptionsarecentralinthedeliveryofexcellentservice.

ExpectedService

PerceivedService

GAP

AServiceOrganization

Company

(Management)

Employees

Customers

Internalmarketing

“enablingthepromise”

Externalmarketing

“settingthepromise”

ExpandedMarketingMix

Expandedmarketingmixforservices:

Product

Place

Promotion

Price

People

PhysicalEvidence

Process

7P’sifmakeitsimple

AnAgencyPerson

Notonlyprovidingservices

ButalsomarketingservicesAccountPerson

TheonlypersonintheAgencywearingmanydifferenthats-

ALLATONCE!

Thatiswhatmakesithardyetfun.

AccountPerson

But…

Alltoooftendifficulttomaintainaclearperspectiveonpriorities!

WhattheJobisReallyAbout

1.UnderstandingInterpretingtheClient’swantsneeds.

2.Leadingtheagency/clientteamtoaBrandVision.

3.Briefingco-ordinatingspecialistdepartments.

4.Unitingclientsagencyinanatmosphereoftrust,energyenthusiasm

Tomakeitsimpler…

WhattheJobisReallyAbout

Understandclient’sexpectationsaboutbrandcommunication.

Managetheexpectations.

Beresponsibleforthefinaldeliveryofservices.

FilltheGAP!

WhataJWTJobisReallyAbout

Creativitymakecommunicationvividandpowerful.

Creativitybelongstoeverybody.

Creativitycouldmakeusvaluabletogobeyondbasic

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